Team Lead, Customer Care
Crum & Forster Insurance
- Glastonbury, CT
- Permanent
- Full-time
- Supports department management team as needed. This includes but is not limited to the dissemination of information, training, coaching and other quality assurance activities. Leverage reporting tools and dashboards to provide guidance on KPI’s
- Model high standards of delivering and promoting excellent customer service to surpass expectations for our external and internal customers
- Provides real time support to coach staff with phones and chats as Point of Contact
- Responsible, consulted or informed on escalations, exception reviews and manager callbacks for business center and department
- Actively participates as a Champion in SCRUM meetings and Leadership Development Team
- Identifies and documents knowledge and communication gaps within channel, along with recommended solutions
- Provides leadership and guidance, acting as a SME to business center team members as a group or one-on-one depending on need
- Participates in project or release activities related to Business Center. This could include but is not limited to bug prioritization, requirement gathering meetings and user acceptance testing
- Partners with TII Trainer on new or refresher modules for staff
- Routinely Partner with department manager and or supervisor for performance related activities
- Meets with department head weekly/bi-weekly to review goals, deadlines or potential impediments
- Clearly articulate ideas and thoughts verbally and in writing
- Promote active listening and contributes appropriately to conversations
- Demonstrate the ability to cooperate with a variety of people and achieve results
- Establish responsible deadlines and personal work plans; manages time and prioritizes multiple tasks effectively
- Champions change. Able to readily adapt to shifting priorities and rapid change due to multiple demands
- Exhibit strong critical thinking, problem-solving, and decision-making skills
- Demonstrate strong leadership skills
- Bachelor’s degree or equivalent work experience
- Strong knowledge of agile and company principles, as well as processes for business unit
- Adhere to defined project standards, understands the necessity and applies them consistently
- Proficient in Microsoft Office suite
- Competitive compensation package
- Generous 401K employer match
- Employee Stock Purchase plan with employer matching
- Generous Paid Time Off
- Excellent benefits that go beyond health, dental & vision. Our programs are focused on your whole family’s wellness including your physical, mental and financial wellbeing
- A core C&F tenant is owning your career development so we provide a wealth of ways for you to keep learning, including tuition reimbursement, industry related certifications and professional training to keep you progressing on your chosen path
- A dynamic, ambitious, fun and exciting work environment
- We believe you do well by doing good and want to encourage a spirit of social and community responsibility, matching donation program, volunteer opportunities, and an employee driven corporate giving program that lets you participate and support your community